🎙️ New Episode Dropping Soon! 

What if you could take your best agent's instincts and turn them into a repeatable playbook for the whole team? That's just part of the discussion Justin Barnard, Senior Account Executive at AmplifAI, and Gina Gibson have on this week's episode. 

🤖 AmplifAI pulls data straight out of the systems your contact center already runs on, then uses AI to pinpoint what your top performers are doing that others aren't 
💰 A case study revealed a $135 million revenue impact tied to customer satisfaction gains 
🔄 Why some clients skip 100% QA automation on purpose, and what determines the right number for your team 

If you're managing agent performance, QA, or coaching at scale, this one's worth the watch. 

📅 Episode drops 10/1 

📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ThinkForward #AmplifAI #ContactCenterAI 
#QualityAutomation #AgentPerformance #CustomerExperience 

🎙️ New Episode, Now Live! 

"What's the catch?" That's the first question Jordan White hears every time he tells an employer they can save up to $650 per W-2 employee — without cutting a single benefit. 

There isn't one for the employer. Jordan, Director of Benefit Strategies at EBS Health, breaks down a compliance-heavy federal program born out of the Affordable Care Act, built to keep employees healthier and in the workforce longer — and funded entirely by tax savings that already exist inside a company's payroll. 

💵 The math scales fast: a 100-person company saves roughly $65K. A 1,000-person company, $650K. 
🩺 Savings get reallocated into real ancillary benefits — telehealth, mental health care, short and long-term disability, vision, dental — often for employees who couldn't otherwise afford them 
🤝 White-glove onboarding integrates with whatever your company already uses (Workday, Slack, email) with 24/7 live chat and enrollment specialists fluent in nine languages 

Curious what this could mean for your team? Visit EBS.health. 

📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ThinkForward #EBSHealth #EmployeeRetention 
#PayrollSavings #HRLeadership #CFOs #HealthcareCosts 

🎙️ New Episode Dropping Soon! 

This one's a bit of a detour for The Tech Matchmaker, and it's worth the detour. 

Every business with W-2 employees is feeling the same squeeze: healthcare costs climbing, and not a lot of good options for doing anything about it. Jordan White, Director of Benefit Strategies at EBS Health, joins Gina Gibson to talk about a federal program that's been sitting inside most companies' payroll structures since 2013 — mostly unused. 

💰 A tax relief program that can save employers up to $650 per W-2 employee, at no out-of-pocket cost 
🏥 Why it doesn't touch your existing major medical plan — it only adds to it 
📊 Why this hits hardest (in a good way) for teams earning $30K–$90K — maybe this sounds like your frontline or contact center staff? 

If you're in finance, HR, or sitting in the CEO seat, this episode is for you. 

📅 Episode drops 9/24 

📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ThinkForward #EBSHealth #EmployeeBenefits 
#HRLeadership #PayrollSavings #HealthcareCosts 

New episode is live! 🎙️ 

Gina talks with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, about building an AI platform for contact centers that's designed to be used by business leaders, not just engineers. 

The core idea: most CX tech stacks are full of point solutions that don't talk to each other. Scala Pulse pulls every conversation, system, and knowledge base into one intelligence layer so leaders can see what's happening and act on it - no ticket to IT required. 

If you caught our recent episode with Peregrine, this one's a different lane: Peregrine gives system admins visibility into the technical health of a CCaaS platform, while Scala.ai gives business leaders intelligence on what's happening across customer conversations and where to act. 

🔍 How Scala Pulse gives frontline leaders a single view across their entire CX stack 
🤖 Why "AI native" means something different than AI bolted on after the fact 
📊 The 100% conversation QA use case that's resonating most with customers 
🚀 Their 3-use-cases-in-30-days approach to getting clients live fast 
🏥 Why regulated industries like healthcare, banking, and travel are their sweet spot 

Watch the full episode now. 

Ready to see Scala Pulse in action? Request a free demo at Scala.ai 

📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ContactCenterAI #AIinCX 
#CustomerExperience #Scala 

Every contact center leader says the same thing: too much data, not enough clarity on what to do with it. Dashboards on top of dashboards, a different tool for every problem, and still no real picture of what's happening across the operation. 

This week on The Tech Matchmaker, Gina sits down with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, an AI-native platform built to fix exactly that. At the center of it is Scala Pulse, one intelligence layer that pulls together every conversation, system, and knowledge base so leaders can actually see what's going on and act on it, without looping in an engineering team. 

Not to be confused with our recent Peregrine episode - that one's about technical visibility for system admins. This one's about business intelligence for the leaders running the operation. 

🎯 Why Greg calls it turning complexity into clarity 
⚡ How Scala gets clients to three live use cases in just 30 days 
🧠 Where AI agents fit in without turning this into another point solution 

Episode drops 9/17 — you don't want to miss this one. 

📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ContactCenterAI #AIinCX 
#CustomerExperience #Scala 

Welcome back to The Tech Matchmaker Podcast! Host Gina Gibson catches up with returning guest Fred Stacey, CEO of Cloud Tech Gurus, for round two, and this time the conversation isn't about CTG. It's about Peregrine, the platform Fred co-founded to solve a problem almost nobody in the CX space has tackled: real visibility into what's actually happening inside your contact center platform. 

Fred walks through how Peregrine pulls the config files, endpoints, and integrations most system admins can't even access through their platform's UI into a single, unified view, and how it monitors every connection point (APIs, DIDs, TFNs, MCPs, and more) so admins get an alert the moment something starts to fail, instead of finding out from a customer complaint. Gina and Fred also get into who Peregrine is really built for, why the free Discover tool is a deliberate bet on giving system admins the credit (and tools) they rarely get, and where Fred sees this heading as contact centers keep adding more AI, more platforms, and more complexity. 

✅ Why config files and API endpoints are the hidden fail points nobody's monitoring 
✅ How Peregrine brings dev-to-production style tooling to contact center admins 
✅ Who should be looking at Peregrine right now, and who it isn't built for yet 
✅ Why the core Discover tool is free forever 
✅ What's next as Peregrine expands beyond CCaaS 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome back, Fred! 
0:30 – Quick recap: what Cloud Tech Gurus does 
1:27 – Introducing Peregrine: the elevator pitch 
4:54 – When (and why) a company needs Peregrine 
8:04 – Who the ideal customer is right now 
10:51 – Free access, early adopter program, and the pricing philosophy 
13:14 – The system admins nobody's giving credit to 
15:06 – Why CCaaS and CRM aren't going anywhere 
18:41 – Rapid fire with Fred 

To learn more about Peregrine and access Discover for free: https://www.peregrinelabs.io/ 

📎 Follow us on LinkedIn for insights and updates https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: https://www.youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

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#CCaaS #Peregrine #ContactCenterTech 
#GinaGibson #TechMatchmaker 

LinkedIn Teaser  

🎙️ New Episode Dropping Soon! 

Most CX leaders can name every vendor in their contact center stack. Way fewer can tell you what's actually happening inside it. 👀 

Fred Stacey, CEO of Cloud Tech Gurus, is back on The Tech Matchmaker for round two, this time talking about Peregrine, the platform he co-founded to give contact center admins visibility they've never had. 

🔍 How to catch a problem, like a dead toll free number or a broken system connection, before a customer has to tell you about it 
🛠️ A single dashboard that shows admins everything running across their contact center platform, even the parts they normally can't see 
💸 Why Fred is making the core tool free for any team that wants to try it 

📅 Episode drops 9/10 

📺 Subscribe on YouTube: https://lnkd.in/gyxEhstb 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ThinkForward #Peregrine #CCaaS 

Most companies think an AI strategy starts with technology. Nate Brown, founder of CX Accelerator, thinks it starts with trust. 

In this episode, Gina Gibson sits down with Nate to talk about the "servant challenger" mindset, the organizational silos he calls the Great Convergence, and why the Edelman Trust Barometer says leadership trust is at an all-time low right now. Nate also shares a real transformation story about an organization getting "addicted to customer curiosity," and previews what's next for CX Accelerator, including an International CX Day event live in Nashville on October 6th. 

In this episode: 
✅ Why CX Accelerator was born out of feeling like the only CX person in the room 
✅ The "servant challenger" mindset: earning the right to push people to be better 
✅ The Great Convergence: why CX, service, marketing, and IT can't keep operating in silos 
✅ A real example of an organization getting "addicted to customer curiosity" to break out of reactive service 
✅ Why the AI conversation at Customer Contact Week (CCW) finally sounded mature this year 
✅ The Edelman Trust Barometer and why leadership trust is at an all-time low 
✅ What's coming next for CX Accelerator, including International CX Day on October 6th 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome, Nate Brown 
0:38 – Fun facts: pickleball, disc golf, and life in Middle Tennessee 
1:31 – The origin story of CX Accelerator 
3:32 – Who CX Accelerator is really built for 
4:38 – Nate's day to day and the "servant challenger" mindset 
7:10 – The Great Convergence: why CX, service, marketing, and IT can't stay siloed 
9:42 – What happens when companies buy AI in silos too 
10:49 – A real transformation story: getting a team addicted to customer curiosity 
13:42 – What's next for CX Accelerator, including International CX Day 
14:53 – How the conversation at CCW changed this year 
15:46 – Why employee experience is finally getting attention 
17:48 – The "jet ski in a storm" problem with rushing into AI 
18:54 – The Edelman Trust Barometer and today's leadership crisis 
20:18 – Rapid fire with Nate 

📎 Follow us on LinkedIn for insights and updates: https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 
🌐 Explore CX Accelerator: https://www.cxaccelerator.com/ 
✍️ Get to know Experience Nate: https://www.experiencenate.com/ 

#TechMatchmaker #GinaGibson #ThinkForward #CXAccelerator #CustomerExperience #CXLeadership #ServantLeadership #EmployeeExperience #InternationalCXDay #CCW #ContactCenter #CXStrategy #TrustInLeadership #RadicalCandor 

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🎙️ New Episode Dropping Soon! 

Most leaders think a CX problem gets solved with more technology. Our guest says it starts with trust, and skipping that step is why so many transformation efforts stall out before they ever get traction. 

Gina Gibson sat down with Nate Brown, founder of CX Accelerator, the nonprofit community he built after feeling like the only CX person in the room back in 2018. What started as a handful of friends comparing notes has grown into a global resource equipping CX professionals at every stage of their career. In this episode, Nate and Gina get into: 

🧠 The "servant challenger" mindset: why you have to earn the right to push someone to be better, and what happens when leaders skip straight to the challenge 
🌊 The Great Convergence: why CX, customer service, marketing, and IT can't keep operating in silos anymore, especially now that AI is forcing the issue 
📉 A sobering stat from the Edelman Trust Barometer on where leadership trust actually stands right now 
🎯 Why sending your team off with "just go use AI" is like handing them a jet ski in the middle of a storm 
🐔 What life looks like outside of CX: pickleball, disc golf, chickens, and a cut flower garden in Middle Tennessee 

If you're leading a team through change right now, this conversation will hit close to home. 

📅 Episode drops 9/3 

📺 Subscribe on YouTube: https://lnkd.in/gyxEhstb 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#TechMatchmaker #GinaGibson #ThinkForward 
#CXAccelerator #CustomerExperience #CXLeadership #ServantLeadership #EmployeeExperience #InternationalCXDay #ContactCenter #CXStrategy #TrustInLeadership #Leadership 

YouTube Description 

The Tech Matchmaker Podcast welcomes back Aaron Symbolik, AI Orchestration Consultant at Krista, for his second appearance with host Gina Gibson. A year has passed since his last visit, and this episode is a full check-in on how Krista's platform, and Aaron's view of AI strategy, has evolved. 

The conversation covers three things nearly every company is dealing with right now, whether they realize it or not: uncontrolled token spend, security gaps caused by unmanaged AI agents, and the temptation to chase big AI use cases before doing the foundational work. Aaron lays out a practical alternative, starting with what he calls the enterprise brain and moving into how Krista governs AI costs and access before problems compound. He also explains how Krista's document understanding agent handles unstructured data more reliably than traditional OCR, why building workflows in natural language removes the need for a developer, and shares two client examples, a security company and a utility company, where this approach solved very different operational problems. 

In this episode: 
✅ What the "enterprise brain" is and why it's the right place to start an AI strategy 
✅ How LLM access governance gives companies visibility and control over token spend 
✅ The security risk behind unmanaged AI agents, known as agent sprawl 
✅ How Krista's document understanding agent goes beyond traditional OCR 
✅ Why natural language workflow building removes the need for a developer 
✅ Two real client examples, in security and utilities 
✅ Who Krista is the best fit for today 

⏱️ Timestamps (approximate, final times may shift slightly after edit) 
0:00 – Welcome back, Aaron 
0:31 – A refresher on what Krista does 
1:27 – The elevator pitch and the core problems Krista solves 
3:22 – Token expense management, the number one issue right now 
9:22 – Deterministic logic versus probabilistic AI 
10:08 – Security concerns and agent guardrails 
11:50 – The document understanding agent explained 
14:08 – What sets Krista apart from other platforms 
16:32 – The ideal Krista customer profile 
17:49 – Client examples: security and utilities 
20:07 – Rapid fire with Aaron 

📎 Follow us on LinkedIn for insights and updates https://www.linkedin.com/company/the-tech-matchmaker-podcast/ 
📺 Subscribe on YouTube: youtube.com/@ThinkForwardLLC 
🎧 Listen and subscribe on Apple Podcasts: bit.ly/3ScRty0 
🎶 Never miss an episode on Spotify: bit.ly/4wyEBAc 
📩 Want to learn more? Reach out to Gina Gibson at [email protected] 

#AgenticAI #AIOrchestration #EnterpriseAI #AICostManagement #LLMGovernance #AIStrategy #NoCodeAutomation #CXTech #AgentSprawl #AIGovernance #WorkflowAutomation #EnterpriseAutomation #AISecurity #IntelligentAutomation #AIatScale #DocumentAutomation #ProcessAutomation #B2BTech #EnterpriseTech #DigitalTransformation #GinaGibson #TechMatchmaker 

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